SASE - Escalation Manager
Heredia, CR
hace 4 días
source : DirectEmployers Association

Responsibilities : + Act as the primary interface for escalation management+ Prioritize & drive escalations to ensure visibility, traction and ultimate closure+ Ensure the customer's voice is heard throughout the escalation process+ Set correct expectations and drive relief and resolution through effective communication+ Monitor customer Problem Reports (VLPR's) and work with the Technical Support and Engineering to ensure appropriate resources have been allocated and the SR's / PR's are being actively handled in an appropriate manner+ Provide regular regional status updates for all escalated Service Requests+ Identify and document escalation trends & collaborate with Product Management Team and engineering on product defects, trends and enhancement requests+ Collaborate with the different business functions required in escalations management+ Analyze and share escalation performance metrics+ Review analytics reports, identify accounts at risk and work with multiple stake holders to proactively engage and take necessary actions to guarantee customer success+ Collaborate with Technical Support Leadership team and other EM's to ensure process alignment and best practice refinement+ Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams+ Create and maintain lines of communication with field teams (SE, Sales, CEMs)+ Travel to customer sites and VMware offices as required+ Take an active leading role on escalated critical customer issues as may be requiredSkills & Requirements : + Must be available to cover weekend shifts as required+ Customer Driven+ Display a strong sense of urgency+ Strong written, verbal communication and presentation skills+ Ability to drive escalations through defined process to resolution+ 5 years in technical support roles, preferably of a software product+ Strong negotiation skills+ Strong conflict management skills+ Demonstrated experience influencing people across functional boundaries+ Demonstrated effectiveness working with global or international operations+ Ability to work effectively in high stress situations+ Ability to speak in front of internal and external executives+ BS Computer Science or equivalent work experience+ Significant experience in a similar roleThis job requisition is not eligible for employment-based immigration sponsored by VMware Category : Services and Consulting Subcategory : Technical Account Management Experience : Manager and Professional Full Time / Part Time : Full Time Posted Date : 2021-08-20VMware Company Overview : At VMware, we believe that software has the power to unlock new opportunities for people and our planet.

We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.

At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at Equal Employment Opportunity Statement : VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages.

Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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